Inbound Workgroup Configuration

Options on this expander set overall low- and high-level threshold settings for inbound workgroups. These thresholds automatically disable and enable prediction in blended environments.

The Plus button allows a selection of ACD workgroups to be specified. Afterward you can optionally set low or high threshold values on a workgroup-specific basis. Workgroups with these names must exist on each Outbound Dialer server that is participating in the campaign.

NOTE: Interaction Dialer evaluates both low- and high-level thresholds for inbound workgroups and overall low- and high-level thresholds. If either set of thresholds is exceeded, predictive dialing will be enabled or disabled accordingly.

Low Level

Sets a low level threshold for inbound calls, for all inbound workgroups in the campaign. This threshold re-enables predictive dialing in blended environments. If the number of inbound waiting calls for the specified ACD workgroup is less than this value, then the server will resume making predictions. This control allows values in the range 0-1000.

High Level

 

Sets a high level threshold for inbound calls, for all inbound workgroups in the campaign. This threshold disables prediction in blended environments. If the number of incoming waiting calls for the specified ACD workgroup is greater than this value, then the server will stop making predictions. This control allows values in the range 0-1000.

Set Limits

Check this box when you want to define threshold limits for a specific workgroup. This will enable Low and High spin controls.

Low

This control sets Incoming Low Threshold for this workgroup. This threshold re-enables prediction in blended environments. If the number of inbound waiting calls for the specified ACD workgroup is less than this value then the server will start making predictions.

High

This control sets Incoming High Threshold for this workgroup. This disables prediction in blended environments. If the number of incoming waiting calls for the specified ACD workgroup is greater than this value, the server will stop making predictions, so that agents can catch up.